Job summary
We are seeking an innovative and compassionate leader to join our Quality and Safety Team. The Head of Patient Experience will provide expert professional leadership, supporting all clinical teams throughout the organisation in delivering the highest possible standard of patient care which is delivered safely and effectively to ensure a positive patient experience. They will have a key liaison role with the Trust, Patients, families' carers and Patient Safety Partners and volunteers as key participants ensuring that the patient voice from all communities is heard, especially those with health inequalities.
The post holder will serve as a subject matter expert for patient experience and involvement and formal and informal complaints resolution, to ensure that the trust is continually improving the experience of those who use our services, their carers and families.
Main duties of the job
Lead on the development and delivery of a patient experience and involvement strategy to continually assess and improve the patient, their family and carer experience across CHFT.
Provide senior leadership for PALS & Complaints, Patient Feedback processes and Engagement for Experiences of Care and Health Inequalities.
Play a key role in influencing behavioural and cultural development and change across the organisation to support the embedding of the Trust's vision, and the One Culture of Care ethos within its services and within its relationships with People who access our services, carers, volunteers, Trust members and the wider public.
Work across organisational boundaries at multiple levels to ensure that support for patients/carers is developed in a coordinated, interagency context.
Lead on identification of patient experience performance measures and service-related performance improvement strategies.
To develop and maintain strong links with clinical teams with the aim of strengthening the learning and improvements possible through the review and interpretation of feedback from all sources, ensuring that patient and carers feedback is at the centre of our work.
About us
We employ more than 6,500 staffwho deliver compassionate care from our two main hospitals,Calderdale Royal Hospital and Huddersfield Royal Infirmary as well as in community sites, healthcentres and in patients' homes. We also are incredibly proud to have almost 150 volunteers here at CHFT.
We provide a range of services including urgent and emergency care; medical; surgical; maternity; gynaecology; critical care; children's and young people's services; end of life care and outpatient and diagnostic imaging services.
We provide community health services, including sexual health services in Calderdale from Calderdale Royal and local health centres. These include Todmorden Health Centre and Broad Street Plaza.
We continue to modernise and invest in our health services to build on our strong reputation.Foundation trusts are public leaders in improving quality in health services. They are part of the NHS- yet decisions about what they do and how they do it are driven by independent boards. Boardslisten to their Council of Governors and respond to the needs of their members - patients, staff andthe local community.
Foundation trusts provide what the health service wants, yet are also free to invest quickly in thechanges to the local community needs, in striving to be the best, and in putting their patients first.
Job description
Job responsibilities
See attached Job description for detailed information.
- To support and contribute to the Trusts various committees and groups to address risk management issues including development of, preparation of, and presentation of high- quality reports both internally and for external audiences.
- To lead and manage an annual plan for the incident team.
- To ensure high quality data on incident reporting and duty of candour for monthly Board level performance information.
- Support directorates and departments in designing and implementing a process of regular risk management / safety culture audits and assessments.
- The post holder will lead on the Trust approach to learning and improving from incidents and near misses aligned with the agreed Patient Safety Incident Response Plan (PSIRP), ensuring timely completion of response and engagement and oversight from divisional teams.
Job description
Job responsibilities
See attached Job description for detailed information.
- To support and contribute to the Trusts various committees and groups to address risk management issues including development of, preparation of, and presentation of high- quality reports both internally and for external audiences.
- To lead and manage an annual plan for the incident team.
- To ensure high quality data on incident reporting and duty of candour for monthly Board level performance information.
- Support directorates and departments in designing and implementing a process of regular risk management / safety culture audits and assessments.
- The post holder will lead on the Trust approach to learning and improving from incidents and near misses aligned with the agreed Patient Safety Incident Response Plan (PSIRP), ensuring timely completion of response and engagement and oversight from divisional teams.
Person Specification
QUALIFICATIONS / TRAINING
Essential
- Educated to post graduate degree level in a related field and/or able to demonstrate appropriate equivalent experience
- Service improvement qualification or equivalent experience
Desirable
- Current registration with a UK healthcare professional body
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Significant experience within concerns/complaints services
- Experience of leading PALS services within acute NHS trusts
- Experience of leading and delivering significant programmes of change including cultural change programme.
- Experience of effective partnership working with a range of agencies i.e., PHSO, CQC etc.
- Knowledge and understanding/experience of the PHSO, principles of good complaint handling.
- Experience of providing specialist advice when required.
- Developing policies and managing strategic change.
- Evidence of considerable experience within a patient experience agenda.
- Developing policies and managing strategic change.
- Experience of developing, leading, and establishing teams and services
Desirable
- Specialist project management knowledge or experience.
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Highly developed communication skills with the ability to communicate on highly complex matters and difficult situations.
- Ability to convey complex information and processes to a variety of audiences in a straightforward manner
- Excellent communicator - providing authentic and clear communication and direction even in times of uncertainty/ambiguity
- Ability to deal sensitively with difficult emotional circumstances and respond appropriately to emotional issues including bereavement and loss responses
- High level professional, people management skills and leadership qualities.
- Strategic and operational management skills
- Proven record of pro-active performance management
Person Specification
QUALIFICATIONS / TRAINING
Essential
- Educated to post graduate degree level in a related field and/or able to demonstrate appropriate equivalent experience
- Service improvement qualification or equivalent experience
Desirable
- Current registration with a UK healthcare professional body
KNOWLEDGE, EXPERIENCE & EXPERTISE
Essential
- Significant experience within concerns/complaints services
- Experience of leading PALS services within acute NHS trusts
- Experience of leading and delivering significant programmes of change including cultural change programme.
- Experience of effective partnership working with a range of agencies i.e., PHSO, CQC etc.
- Knowledge and understanding/experience of the PHSO, principles of good complaint handling.
- Experience of providing specialist advice when required.
- Developing policies and managing strategic change.
- Evidence of considerable experience within a patient experience agenda.
- Developing policies and managing strategic change.
- Experience of developing, leading, and establishing teams and services
Desirable
- Specialist project management knowledge or experience.
COMMUNICATION AND RELATIONSHIPS (INCLUDING MANAGEMENT RESPONSIBILITIES)
Essential
- Highly developed communication skills with the ability to communicate on highly complex matters and difficult situations.
- Ability to convey complex information and processes to a variety of audiences in a straightforward manner
- Excellent communicator - providing authentic and clear communication and direction even in times of uncertainty/ambiguity
- Ability to deal sensitively with difficult emotional circumstances and respond appropriately to emotional issues including bereavement and loss responses
- High level professional, people management skills and leadership qualities.
- Strategic and operational management skills
- Proven record of pro-active performance management
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
